Communication Skills Training

Communication skills training

Developing good communication skills Training is one of the most essential competencies needed in life, and the reasons are numerous.

People are different and interpret things differently:

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Every human being is unique and has different thoughts and feelings about the world and everything in it. Even when speaking the same language two people may have conflicting interpretations of the same word or idea. Thus it is important to develop good communication skills so as to bridge the gap of dissimilarity and ensure that not only do you correctly convey your own messages, but that you also develop superior listening skills to understand your neighbor.

Communication skills Training are fundamental to success:

It is common knowledge that to succeed in business you start at the bottom and work your way to the top or as far up the corporate ladder as possible in your situation. It is incredibly hard – even impossible in many cases – to progress passed the first step on that ladder without good communication skills. If you cannot communicate effectively, you will not be able to successfully convey the message that you are competent enough to advance, and thus you will remain at the same level until you develop the proficiency to do so.

Good communication skills Training are necessary for lasting relationships:

People build good relationships by communicating with each other. Communication tells your fellow individual what kind of person you are, so the better your ability to successfully communicate, the better your relationships will be.

Though these are the primary reasons for building strong communication skills, the true extent is unending and should not be disregarded.

Key features

40 hours of instructor-led training

40 hours of high-quality eLearning content

5 simulation exams (250 questions each)

8 domain-specific test papers (10 questions each)

30 CPEs offered

98.6% pass rate

Communication skills training Duration :- 7 Days

Day 1

Obectivies

Activites

Processing

1.1

Introductions

Icebreaker to introduce the participants to the facilitator and vice versa

Flash slide with program Title, give a brief overview of program. Ask participants to introduce em-selves.

1.2

Aligning Expectations

Setting the Context

Ask the participantswhat their Expectations are from the Program. Set ground rules about break times and mobile phones

1.3

Understand the importance of communication verbal

Game to derive the importance Of verbal communication

Divide the participants into two groups. One person from each group faces the facilitator who tosses the coin. the Outcome of the toss is passed onto other team members through a signal. The last person in the team shouts head/tails. How difficult is it to pass Information in the absence of verbal communication? The processing involves thinking a little about the work they do, who are the different people they interact with verbally, in the course of their work? List down the replies on a flip chart So on an Overage, how much time do you spend communicating with people around you verbally?

1.4

Using a Role Task Competency Framework to Derive competencies required

Fill in questionnaire onTasks Performed and competencies required

Participants to fill in a questionnaire about theroles performed by them, the tasks done and the competencies required. Thencompare this with a similar grid that is based on research findings

1.5

Assess existing level of understanding on the five learning areas using a 20 item test

Verbal communication Instrument

Hand out the verbal communication

instrument. The participants to complete the test and measure and interpret the scores

1.6 Establishing Program objectives

Derive program objectives from Instrument

Clarify the scope of program

Day 2

Obectivies

Activities

Processing

2.1

Demonstrate the
importance of
communication

You Cannot not communicate

Emphasize on the importance of communication

2.2

Clarify objectives of module

Objectives

List down the objectives of the module and talk about them

2.3

Derive the important components of understanding work requirements

Audio Role play, to demonstrate understanding work requirements

The case is in the form of a transcript of a conference call between an on-site member and an associate about a project. This a very badly done conference call

rounds – first round the person giving instructions does not face the room. Nor is he allowed to respond to questions. Second round, the person does not face the room, but is allowed to respond to questions / clarifications by the participants

2.5How to ask questions/probe

Using the 20 questions game to derive probing

Ask for a volunteer, he is shown a picture. He is instructed to answer the questions asked by the other participants only in YES or NO

The other participants have to guess the picture, they can ask 20 questions the answer to which are yes/no.

2.6How to ask questions/probe

A role play done to practice the probing techniques

All participants are divided into group of 4 for the role play; one person is the client’s representative while the other three are from the team here at accenture. The client’s rep has a list of requirements and it is up to the three members to identify all his requirements using probing techniques

2.7Barriers to communication

Show a clip from the movie Rush Hour

Show a movie clip from Rush Hour, use the clip to trigger a discussion on mindsets and how they affect communication

2.8Barriers to communication

Case Study, to derive the Attitudinal barriers to communication

Divide the participants into groups and let them analyze the different cases and present their understanding of the barriers which hinder effective

2.9Demonstrate the importance of Listening

Using the communication questionnaire to demonstrate the importance of listening

Let the participants fill out the communications questionnaire and the situations

2.10Listening affects feelings

Play the listening game to give participants a first hand experience

Divide the participants into two groups, One group is instructed to listen carefully when their partners are speaking the other group is instructed not to listen

2.11

Summarizing the module

Audio Role play, to reiterate understanding work requirements

The same transcript is used the only difference being that this time it is a well conducted conference call where all the aspects of understanding work requirements are clearly demonstrated

2.12

Reinforce Learning

Review concepts learnt in the module

Hand out the QWIRL sheets and process them using the answer sheets

Day 3

Obectivies

Activities

Processing

3.1

Clarify objectives of module

Objectives

List down the objectives of the module and talk about them

3.2Demonstrate the need for clarifying

Depict the importance of clarifying through movie clips

Show a clip from the movie Rush Hour to demonstrate the need to clarify

3.3

Derive all behaviours that are used in the Clarifying stage

Participants to act out a role play based on a script

4-5 volunteers stimulate a team meeting situation based on a script. The rest of the participants act as observers, each group of observers is told to observe the behaviours of a particular team member, using an Analysis template to understand clarifying

3.4

Practice the behaviours

Participants to practice the different behaviours using Drills

Participants to be given different situations to bring out the clarifying behaviours and they have to enact them

3.5Seeking Help from others

Broken squares Game

The facilitator to divide the group into 2 teams and provide each team with a box of jigsaw puzzles. Some pieces of the puzzles have been interchanged beforehand

3.6Reinforce Learning

Review concepts learnt in the module

Hand out the QWIRL sheets and process them using the answer sheets

Day 4

Obectivies

Activities

Processing

4.1

Clarify objectives of module

Objectives

List down the objectives of the module and talk about them

4.2

Derive the Push pull style of persuasion

Persuasion Exercise

groups of three, they have to sell something to the each other, while the third person observes behaviours using a template

4.3

Derive the behaviours involved in persuading

A badly done audio role play is used to bring out the behaviours

An audio role play between a Team leader and a Project Manager, where the team leader is trying to persuade the PM to increase resources allocated to his project

4.4

Practice the behaviours

Participants to practice the different behaviours using Drills

Participants to be given different situations to bring out the persuading behaviours and they have to enact them

4.5

Observe the behaviours involved in persuading

A well done audio role play is used to bring out the behaviours

The same audio role play between a Team leader and a Project Manager, where the team leader is trying to persuade the PM to increase resources

4.6

Managing Disagreements

An audio recording to depict disagreements leading to Defend/ Attack behaviours

An audio role play to introduce the concept of proposing an idea-disagreement leading to Defend/Attack and conflict

4.7

Managing Disagreements

An audio recording to depict disagreements an attempt to clarify leading to Building and finally approval

An audio role play to introduce the concept that disagreements need not lead to conflict. Proposal-Disagreement-Clarification-Building-Approval

4.8

Reinforce Learning

Review concepts learnt in the module

Hand out the QWIRL sheets and process them using the answer sheets

Day 5

Obectivies

Activities

Processing

5.1

Observe the impact of bad articulation

Audio clip of a conversation between a TL and a Team member

A conversation between a TL and a client is depicted through a audio clip, where the TL uses bad vocal behaviours

5.2

Demonstrate use of vocal components

Clip from the movie Scent of a Woman

Show a scene from the movie Scent of a Woman, follow it up with a QBD on the impact of Tone and Pace on articulation

5.3

Practice the vocal components

Participants to practice the different vocal components using Drills

Participants to be given different situations practice the use of Tone, clarity and pace

5.4

Components of Communication

Clip from the movie Gandhi to bring out components

Derive the 3 components of communication thro the Gandhi clip

5.5

Barriers to articulation

Participants to be given a topic and asked to make impromptu speech

Derive thought to word gap and semantics as barriers to articulationDerive thought to word gap and semantics as barriers to articulation

5.6

Observe the impact of good articulation

Audio clip of a conversation between a TL and a Team member

The same conversation between a TL and a client is depicted through an audio clip, where the TL now uses good vocal behaviours

5.7

Reinforce Learning

Review concepts learnt in the module

Hand out the QWIRL sheets and process them using the answer sheets

Day 6

Obectivies

Activities

Processing

6.1

Clarify objectives of module

Objectives

List down the objectives of the module and talk about them

6.2

Observe the impact of bad telephone etiquette

Video clips of a telephone call

Three clips to show bad telephone etiquette, use the clips to bring out the PHONE FRAMEWORK

6.3

Introduce the procedure for a good conference call

Do a SGA based on some trigger questions

Use triggers to do an SGA and bring out the flow of an effective conference call. Summarize with a slide

6.4

Practice good Telephone and Con call behaviours

A role-play done to demonstrate good etiquette

The participants do a con call role play using the PHONE components and the steps to be followed for effective con calls.

6.5

Reinforce Learning

Review concepts learnt in the module

Hand out the QWIRL sheets and process them using the answer sheets

Day 7

Obectivies

Activities

Processing

7.1

Practice all concepts learnt

Participants to enact three situations

Groups of three, with two people enacting and the other an observer. All three participants to play each role, therefore three situations

7.2

Assess change in level of understanding on the five learning areas using a 20 item test

Verbal communication Instrument

Hand out the verbal communication instrument. The participants to complete the test and measure and interpret the scores

7.3

Help participants improve skills

Action Plan

Using the post test scores as a basis the participants to prepare individual action plans

Venue is finalized few weeks before the training and you will be informed via email. You can get in touch with our 24/7 support team for more details. Contact us Mob no:- 8447121833, Mail id: [email protected] . If you are looking for an instant support, you can chat with us too.